Workforce Real Time Analyst

Key Responsibilities:

• Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels
• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals
• Identify volume trends and averages on an intraday, weekly, monthly, etc. basis
• Establish and maintain communications channels regarding events that impact contact center performance and workload
• Communicate and recommend necessary adjustments to staffing based on changing/ dynamic forecasts
• Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options that meet the business needs
• Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals
• Monitor trends and develop reporting on agent behavior or other ad hoc analyses
• Maintain a high quality of work - Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times
• Assists Supervisors and WFM staff in a broad range of assignments and projects

Requirements:

• Strong analytical, communication, and organizational skills
• Expert with WFM software (Playvox, Calabrio, NICE, Verint, or other)
• Knowledgeable of the Google Suite of applications
• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information.
• Maintains positive interactions with internal management, staff, and BPO partners.
• Works well with minimal supervision and with some latitude for self-directed action.
• Professional verbal, written, and remote communication skills.

Basic Qualifications:

• High School Diploma or GED
• Minimum 1 year experience in a WFM or WFM related role
• Experience working in Amazon Connect, Live Person, Playvox

Other Requirements:

• Analytical and data-driven decision-maker
• Team player, works well with remote teammates and remote supervision
• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information
• Excellent written and verbal communications skills
• Works well with minimal supervision and with some latitude for self-directed action
• Demonstrates reliability and strong customer service skills